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We had arranged to meet someone at a coffee house in a town we hadn’t visited before. Unbeknownst to us, there are 2 branches of this coffee house in the town.Yes, you guessed it – after placing our order, we realised we were in the wrong one.

Overhearing our conversation, the barista immediately offered to call the other branch to advise our friend to wait for us, put our drinks into take-away cups and gave us directions. Within a couple of minutes, we were on our way.

I am incredibly passionate about Customer Service excellence and strive every day to make a difference in people's lives. There are so many ways to make a difference to your customers, by creating an experience they will never forget. I won't forget this barista in a hurry.

He heard our predicament, and made a significant difference to our day. He could easily have ignored our conversation and continued serving other customers. Instead, he was solution focused, customer orientated and delivered Customer Service Excellence.